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Transcribed

First call resolution for call center

KPI for Measuring of FIRST CALL RESOLUTION (FCR)% HIGH FCR% HIGH LOW PERFORMANCE COSTPER QUERY **HOWEVER** IF A CALL REQUIRES TRANSFER TOANOTHER DEPARTMENT IDLE MAY NOT MEANTHAT THE AGENTISNOT ACTION PERFORMING HIGH. ITMAY JUST BEDUE TOTHETYPEOF QUERIES. TOTALNUMBER OFQUERIES SOLVEDONTHE FIRSTCALL FORMULA X100 TOTAL NUMBEROFQUERIES Www.WINNINGKPI.COM KPIUNIT % KPITIME FRAME OEMENTIAY Nired EPI? ngko.com ORCUARTERLY Ak nity KPI for Measuring of FIRST CALL RESOLUTION (FCR)% HIGH FCR% HIGH LOW PERFORMANCE COSTPER QUERY **HOWEVER** IF A CALL REQUIRES TRANSFER TOANOTHER DEPARTMENT IDLE MAY NOT MEANTHAT THE AGENTISNOT ACTION PERFORMING HIGH. ITMAY JUST BEDUE TOTHETYPEOF QUERIES. TOTALNUMBER OFQUERIES SOLVEDONTHE FIRSTCALL FORMULA X100 TOTAL NUMBEROFQUERIES Www.WINNINGKPI.COM KPIUNIT % KPITIME FRAME OEMENTIAY Nired EPI? ngko.com ORCUARTERLY Ak nity

First call resolution for call center

shared by belliott on Jan 10
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Infographic for the call center displaying how to calculate the first call resolution rate

Publisher

WinningKPI

Category

Business
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